AccountId: 011433970860
ContactId: 93a3f102-bf38-4592-821a-45f924f43522
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266109 ms
Total Talk Time (AGENT): 76909 ms
Total Talk Time (CUSTOMER): 136680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/93a3f102-bf38-4592-821a-45f924f43522_20250521T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling because I have a, an account with APL and I just got, I'm in the, uh, the hospital. I had just gone to the emergency room and they just said that they spoke with the APL representative and that the at the uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The date of birth that you have on file for my account is not correct, but I, I, but I've had this account for since [PII], so I'm wondering how my date of birth would have been changed.
[AGENT][NEUTRAL] OK, let's look that up. Um, can I get your.
[CUSTOMER][NEUTRAL] And I just need my APL card like, go ahead, sorry.
[AGENT][NEUTRAL] Oh, that's OK. um, I was just gonna ask for your name and a good call back number in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And a good call back number is area code [PII].
[AGENT][NEUTRAL] And did you have your policy number with you?
[CUSTOMER][NEUTRAL] Uh, yes, yeah, the group number.
[AGENT][NEUTRAL] Um, it might say policy certification number.
[CUSTOMER][NEUTRAL] It's 17.
[AGENT][NEUTRAL] Or inpatient benefits number, outpatient benefits number.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, I have uh in in hospitals benefit cert number which is 01.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 988.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Just to make sure, your street, your street address, I'm so sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Your address is correct in ours, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah we have that one on file.
[CUSTOMER][NEUTRAL] OK. Um, then I'll have to call back the, uh, the emergency room here.
[CUSTOMER][NEUTRAL] Uh, cause they said that whoever they spoke with said that it was incorrect and I had to call APL, but I was like, it's correct. It's been like that since [PII] or [PII], and I even just filed a claim with APL a few weeks ago at another emergency room.
[CUSTOMER][NEUTRAL] So and they went through fine, so that's why I'm just wondering how it got changed, but.
[AGENT][NEUTRAL] Yeah, it
[AGENT][NEUTRAL] Yeah, it's, it's showing the correct date on our end. It could have been, I, I don't know what it could have been, um, honestly, because it is right on our side.
[CUSTOMER][NEUTRAL] OK, so I will see if I can get a hold of the.
[CUSTOMER][NEUTRAL] The billing department here or whoever was trying to contact me because they called the the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My off my, my room number and not my cell number, so I don't know how to get back a hold of them, but OK, I just want to confirm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it looks like.
[AGENT][NEUTRAL] I'm looking at your notes. It looks like they had your date of birth is [PII].
[AGENT][NEUTRAL] Um, so it looks like it's wrong on their end.
[CUSTOMER][NEUTRAL] So whoever on their end entered in the date entered it in incorrectly.
[AGENT][NEUTRAL] Right, it's um.
[CUSTOMER][NEUTRAL] Like from the hospital.
[AGENT][NEUTRAL] Yeah, it looks like they, they, yeah they have [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so that could be a reason. Alright, I'll reach out to them.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's fine. I appreciate it. Thank you.
[AGENT][POSITIVE] Great. Thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Alright bye.